What are the responsibilities and job description for the Help Desk Analyst 1 position at JPS Tech Solutions?
Job Category: Help Desk
Job Type: Onsite
Job Location: Atlanta Georgia
Compensation: Depends on Experience
W2: W2-Contract Only; Kindly note that applications on a C2C basis will not be considered for this role.
Job Description
Short Description:
Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
Complete Description:
Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.
Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver’s licenses. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
Job Responsibilities
Skill Matrix:
Skill
Required / Desired
Total amount of Experience Do you have?
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Required
Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
Required
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
Required
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Required
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Required
Bilingual – Spanish
Required
IT Help Desk Call Center exp
Required
—
Apply Online
Your Name *
Your Phone Number *
Your Email Address *
Job id
What is your current U.S. visa or immigration status? *
SelectU.S. Citizen (USC)Lawful Permanent Resident (Green Card holder)H1BF1-OPT/Stem-OPT/CPT EADH4-EADL-2SGC-EADOther Valid Visa
Where are you currently located at? *
W2 or C2C *
SelectW2C2C
How many years of total experience do you have? *
How many years of relevant experience do you have? *
Do you require H1B sponsorship? *
YesNo
Do you require sponsorship? *
NoYes – H-1B transferYes – Green Card sponsorshipYes – Both H-1B transfer and Green Card sponsorship
Upload Resume *
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Job Type: Onsite
Job Location: Atlanta Georgia
Compensation: Depends on Experience
W2: W2-Contract Only; Kindly note that applications on a C2C basis will not be considered for this role.
Job Description
Short Description:
Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
Complete Description:
Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.
Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver’s licenses. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
Job Responsibilities
- Oversee the daily performance of computer systems and applications.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
- Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
- 2 years’ experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
- Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
- Knowledge of Apple iOS
Skill Matrix:
Skill
Required / Desired
Total amount of Experience Do you have?
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Required
Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
Required
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
Required
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Required
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Required
Bilingual – Spanish
Required
IT Help Desk Call Center exp
Required
—
Apply Online
Your Name *
Your Phone Number *
Your Email Address *
Job id
What is your current U.S. visa or immigration status? *
SelectU.S. Citizen (USC)Lawful Permanent Resident (Green Card holder)H1BF1-OPT/Stem-OPT/CPT EADH4-EADL-2SGC-EADOther Valid Visa
Where are you currently located at? *
W2 or C2C *
SelectW2C2C
How many years of total experience do you have? *
How many years of relevant experience do you have? *
Do you require H1B sponsorship? *
YesNo
Do you require sponsorship? *
NoYes – H-1B transferYes – Green Card sponsorshipYes – Both H-1B transfer and Green Card sponsorship
Upload Resume *
Δ
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